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Hotel Management Assignment (Doc)

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Added on  2020-03-28

Hotel Management Assignment (Doc)

   Added on 2020-03-28

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0Running head: MANAGEMENT RESEARCH REPORTStudent ID: Reasons undermining the customer satisfaction in New Zealand hotel industryName of StudentStudent IDName of UniversityAuthor’s Note
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1MANAGEMENT RESEARCH REPORTStudent ID: Table of Contents1. Introduction and Background:................................................................................................2Research Aim:............................................................................................................................42. Research Questions:...............................................................................................................43. Literature Review:..................................................................................................................44. Research Methodology:.........................................................................................................5Research Design:....................................................................................................................5Process of Data Collection:....................................................................................................6Data Analysis:........................................................................................................................6Limitations:.............................................................................................................................65. Ethics:.....................................................................................................................................76. Timeline:................................................................................................................................7References:.................................................................................................................................8Appendices:................................................................................................................................9Questions for Survey:.............................................................................................................9Questions for the Interview..................................................................................................10
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2MANAGEMENT RESEARCH REPORTStudent ID: 1. Introduction and Background:Over the last decade, hotels have been competitive. The loyalty of the customers is themost crucial factor that attracts clientele and promotes competition in the lodging industryalongside contributing to the business industry (Pizam et al., 2016). For this purpose,enhancement of the loyalty of the customers is stated to be one of the significant aspects ofattracting competitiveness within the industry along with ensuring of business stability. Theresearch conducted by Kim, Vogt & Knutson (2015) shows that it is the responsibility of thehotel management in ensuring the happiness of the consumers for maintaining of thereputation. This present research study is being aimed towards exploring the customersatisfaction rate within the Hotels existing in New Zealand. Under the present circumstances,one of the biggest issues facing the managers within the hotel industry is to offer andmaintain satisfaction of the consumers. Customer prerequisites for the quality service andproducts in the industry of tourism have increasingly become apparent to the professionals.Guests’ relationship is being stated as the strategic asset of the company or hotels along withthe satisfaction of customers, which is the starting point in defining the objectives ofbusiness. Hotels have been increasing their investments in developing the quality of servicealong with the professed value of guests for attaining better satisfaction of customers andloyalty factor. The following image illustrates the fact that New Zealand has remained afavorite tourist destination for global tourists as its hotel industry has played major part instaying competitive and delivering quality service. This paper would consider the factors thathave been affecting the customer satisfaction of New Zealand’s hotel industry.
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3MANAGEMENT RESEARCH REPORTStudent ID: Figure 1. Satisfaction Index of New Zealand TourismThe above image states the fact that foreign tourists have been highly satisfied withNew Zealand tourism over the years in which the hotel industry has played a major part. Thesatisfaction rate has been stable over the period with very few people being not satisfied withthe facilities they have received in the country (Pizam et al., 2016). The proportion of peoplewho are likely to recommend New Zealand has remained very high, which is 96-97% statingthe hotel industry does a good job related to satisfaction. Figure 2: Satisfaction percentage with New Zealand HotelsThe above graph is also an indication of the fact that New Zealand hotels have playedtheir part in satisfying the customers with 65% of the foreign tourists agreeing to the fact that
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